Your Guide To Being A Customer- Centric CIO

Customer Experience is the new battleground of retail. Irrespective of the industry you are in, the consumers and employees expect you to deliver them personalised, easy and uni ed experiences similar to those provided by Google, Facebook, Amazon, WhatsApp and Apple.

- Manish Srivastava, Co-Founder/CTO, LitmusWorld

Customer Experience is the new battleground of retail. Irrespective of the industry you are in, the consumers and employees expect you to deliver them personalised, easy and uni ed experiences similar to those provided by Google, Facebook, Amazon, WhatsApp and Apple. These companies born in the digital age are reshaping consumer expectations. This shift in consumer behavior is both a huge challenge and a big opportunity.

The only sustainable way to innovate and deliver new experiences. Facebook leverages the content generated by its users to engage other users. In each of these cases, these new age digital companies are listening to their consumers, analysing their inputs and reshaping the experience. To compete and win in this new world, business must learn to co-create experiences by

Proactive Conversations: Proactively engaging their customers by initiating contextual conversations about their experience across the customer journey.

Real-time Action: Responding to each conversation in a coordinated and meaningful manner.

Continuous Improvement: Draw out insights from the conversation to improve existing experiences or design new products, services or experiences.